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Using the Pega Collections strategy builder

Updated on September 10, 2021

Use the guided approach in the Pega Collections strategy builder to efficiently define your own strategies on the strategy canvas of a strategy rule.

Note: Starting in version 8.5, Pega Customer Decision Hub™ is Pega's main solution for 1:1 customer engagement, combining the features available in previous versions of Pega Marketing™ and Pega Customer Decision Hub with many new features. Pega Marketing is no longer available as a separate product.
  1. In the header of App Studio, select the Pega Customer Decision Hub application.
  2. In the Pega Customer Decision Hub portal, hover over the navigation pane, and then select Intelligence > Strategies.
  3. In the Strategies window, click Create > Guide me through it.
  4. In the Create a Strategy window, enter a strategy name and a description.
  5. In the Purpose section, select the Objective by clicking Configure.
  6. In the Configure Objective window, next to Collections Contact Treatment, click Add, and then click Apply.
  7. In the Customer attributes section, configure Repayment risk and Customer value:
    1. From the drop-down lists, select which model to source your customer attributes from.
      These models can be based on a predictive model rule or a scorecard model rule and can define the criteria and categorization for individuals in collections. For example, you can divide repayment risk and customer value into: high, medium, or low.
    2. To select the specific rule to be used by each model, click Configure.
  8. Optional: To create a predictive model or a scorecard rule before selecting it, perform the following actions:
    1. Click Create and select the appropriate model.
    2. In Prediction Studio, define the rule.
    3. In App Studio, to refresh the list of rules displayed, click the Refresh icon.
  9. Select a rule by clicking Add, and then Apply.
  10. In the Customer exceptions section, define which customers will not receive standard offers.
    These exceptions are circumstances which can defer or pardon a customer from the late payment. Pega Customer Decision Hub™ for Financial Services provides a number of predefined exceptions, for example: health matter. This list is a subset of the list that is available to customers in Customer Service for Financial Services.
  11. Configure a customer exception by clicking Configure to map it to a when rule that helps filter out the offers in the resulting generated strategy.
  12. Optional: To add your own customer exceptions, click Add exception.
    You can add up to twelve exceptions.
  13. Optional: In the Account exceptions section, to add your own account exceptions, perform the following actions:
    1. Click Add exception.
      You can add up to twelve exceptions.
    2. To configure the logic behind what offers are valid for what exceptions, click Configure.
      Note: Broken promise and right to cure are two predefined exceptions which cannot be configured by default.
  14. In the Offer treatments section, assign offers to each grouping:
    1. Select a business issue.
    2. Select a business group where your offers are saved.
      In Pega Customer Decision Hub for Financial Services, you might need to define your business issue and groups. For examples of business issues and groups that you can find in a typical financial institution, see Pega Customer Decision Hub for Financial Services Financial Services Marketing Artifacts on the Pega Customer Decision Hub for Financial Services product page.
  15. In the Collections offers section, select all offers that apply.
  16. Optional: If you want to create offers, click Configure.
    For each offer, identify the criteria that make the offer eligible. For example, you can define the collections payment plan, full payment at the end of the month, eligible for customers who have a low repayment risk and a medium or high customer value.
  17. In the Overall prioritization section, select the prioritization for your offers.
  18. Optional: If you want to create a prioritization rule, click Configure.
  19. Optional: If the individual in collections is eligible for more than one offer, order the offers by clicking Prioritize Collections Treatment.
  20. Scroll to the top and click Save.
    Your collections strategy generates.

You can now use this collections strategy in your Pega Collections SOAP services. The name of the collections strategy is DetermineContactTreatment.


Pega Collections 8.2 - 8.4 Pega Marketing for Financial Services 8.2 - 8.4 Pega Customer Service for Financial Services 8.2 - 8.6 Pega Customer Decision Hub for Financial Services 8.5

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